Difference between revisions of "Troubleshooting"

Latest revision as of 21:15, 9 April 2018

If something is wrong, run the health check under "Advanced" in the server panels.

Log locations

After a crash, please collect logs from the following:

• user/Library/Application Support/WoodWing.noindex
• /Library/Logs/DiagnosticReports
• server Console
• folder specified in WWsettings.xml, if applicable

IDS JavaScript error

If Health Check turns up "The getprodinfo.jsscript fail: Uncaught JavaScript exception: File Access: Could not create file for writing: /Volumes/WebEdit/products.xml" quit the InDesign Server process and let it respawn. Run Health Check again. Error should be gone.

Smart Mover Base Path

The correct answer is DataHD:SmartMoverBasePath:.

If SM Manager hangs on load

The process folder, referenced in the solutions below, is located at Macintosh HD/Library/Application Support/Smart Mover Service Support.

Jim Meyer's theory is that there are too many log files.

Solution one: Open the individual process folders and delete the log file from each one. SM should not hang on next open.

Solution two:

• Go to the About Smart Mover in the menu, de-authorize the app (button only available when connected to service), and then quit, and
• Comment out old process folders.
• Allowed SM to create a new one.
• Moved ALL folders from old process folder to new process folder (leave existing suffix and log in place—DO NOT REPLACE).
• Restart SM
• Restart Service
• Verify that base path still is in place. If not, it's DataHD:SmartMoverBasePath:

Theory: Process folder goes bad and needs to be re-created. Authorization goes bad and needs to be recreated. License is MTG 5856 9070 9490 as it’s found in Evernote.

Prefs file: In the base path directory, change the name of the process folder. After SM Manager opens, remove the dashes to access Prefs without the prefs file error.

Images removed in INDD

Check INDD server! Run top to look for percentage of CPU in use and console for InDesign server activity. If a server process appears to be stuck, use sudo kill (process number).

Solr

If items are missing from Content Station or if the Search tool has no list of facets on the left, Solr may be down.

Recovering lost work

Use either versions or Time Machine backup. Note that INDD files live in the WebEdit directory that's part of Edit.

Elvis credential error

Info on recovering from this error without losing work

See more info on InDesign recovery here.

If images are also removed

"Elvis credentials not found"? Your Elvis session has almost certainly expired. Please log out and log back in to fix the problem.

If components are removed from a story during the layout process

There's almost certainly a bad character somewhere in the component that caused the issue. Go through and manually replace the following characters: ', ", —, ..., and all diacriticals. Check in.

Before rebooting

Ensure no one is in Elvis

From the desktop client: System—>Manage sessions

Ensure no one is in Enterprise

From the admin panels: Advanced—>Online users

Stop Elvis server

From the application on Elvis.

InDesign server

Unmount WebEdit folder. Stop Smart Mover timer. Unmount 10.0.0.11 DataHD.

After a reboot

Production

• Data HD should be mounted
• Connect to afp://ServerBackup_AFP_TimeMachineBackup._afpovertcp._tcp.local as Guest. Choose CarbonCopyCloner.
• Apache Solr should boot
  • If not running, check Solr for restart instructions.
• This should also start Enterprise.
• Enterprise Admin—>Health Check
  • Make fixes, re-run health check
• On InDesign server: Remount WebEdit

INDD server

• /Applications/Adobe\ InDesign\ CS6\ Server/indesignserver -port 18385 to start IDS
• Connect to edit/CCCBackup
• Ensure WebEdit folder is properly mounted by mounting it via the Command K or "Go Connect to Server Finder Menu" and choose the WebEdit folder. NOTE: it may append a -1 or -2 to the end of the name and you will need to change that value in configserver.php file on Enterprise machine in /Library/WebServer/Documents/Enterprise/Config.
• Smart Mover should boot
  • Drag Smart Mover starter to terminal and hit return to start the service.
  • Choose smart mover service from Smart Mover menu and enter “ww”.
  • Start Timer button
• Check that folder actions are turned on. Export (full file path TK), right-click, Services, Folder actions. Export should be checked.

Elvis

• Elvis server app—>Start
• Generally speaking: Use the start button instead of the restart button.

Testing

• Content Station: Log in. Open document. Make change. Check in.
• Elvis: Log in. Search.
• Create shadow object in Content Station
• SCE: Open document. Make change. Check in. Make a PDF using automated process.
• Smart Mover: Run Dropbox process.
• Elvis machine: Check mail in Terminal. Messages come from cron; make sure the timer is running.

General Logs

Gather logs from INDD desktop machine. Gather logs from Enterprise server. If necessary, gather logs from Elvis. If necessary, gather logs from Drupal.

Indesign Client

Experiencing frequent crashes? Try flushing the font cache.

Getting trouble in PDF creation? • Make sure you can see the PDF creation progress. If you cannot, use this hack on your CS6 app[1]. • Try to make PDF using the File/Export command. • Watch progress, see if PDF fails, and where. • If you can determine which page the creation fails at, remove the ads from that page. • Try again.

   - Aysling and Plate crashes
   - Why does INDD crash?
       - Is this an INDD problem?
       - Is this an Aysling problem?
   - Troubleshooting steps
          - Check article import
               - Did the copy come in clean from TextWrangler?
               - Is there any Word or other formatting in it?
               -Are there any smart quotes or smart apostrophes in the article? If so, change them. 
       - Check top 
           - Too many apps?
           - Not enough memory?
           - Kill some apps, free up memory?
       - Check Console
           - Any obvious errors?
       - Check Disk utility
           - Permissions
           - Disk errors?
       - Reboot INDD
           - Latest version?
           - Version same as all others?
           - Check INDD plugins/troubleshoot
           - Check INDD prefs
           - Check INDD
           - Check fonts
               - What if you replace all fonts in the doc with a standard 13 font?
               - Does the doc get better?
               - Does the font in question work on another machine?
       - Reboot Smart Connection
       - Reboot Computer
              -Does computer connect to network via Ethernet? It should.
              -Does computer connect to servers via AFP? It should NOT use SMB.
       - Open doc on another identical  machine.
           - Does it work?
           - Does it throw errors?
           - What’s the difference?
       - Connections
           - Ethernet connection but not Wifi
           - AFP connection not SMB
           - Is the computer connected to the VPN? It does not need to be. Woodwing does not require that. 

Moving license on Aysling from Prod to Dev

To migrate your data from Prod to dev you need a dump of the database and a copy of the file store. It is imperative that no one is working in the system when you create these copies because if they are out of sync you will receive errors. You will need to make sure that the name and location of the file store is exactly the same as the current one in dev. I would also recommend writing down your licenses and possibly taking a screenshot of the licenses currently activated just to make sure you put the same amount back in place. Following are the steps to take to migrate the data:

1. Remove the license from the production system from the admin licensing page. Deactivate all client licenses first and the server license last. (The server license is always the top license, called Enterprise v9).
2. Create a dump or backup of the sql database (named Enterprise) using your favorite admin tool or terminal.
3. Create a copy of your file store located at /Volumes/DataHD/FileStore.
4. Relicense your Production machine from the admin portal. At this point it will be available again for production.
5. Remove the license from the dev system from the admin licensing page.
6. Migrate the copy of your file store and database to the dev server.
7. Make sure to maintain the same file path to the file store on your dev machine. Wherever the old file store was is where you want to put your newly migrated one.
8. Import the sql database backup to the dev using your favorite admin tool or terminal.
9. Relicense the dev server from the admin portal.
10. Test to make sure everything works as expected.

Nice-ing the INDD server

Indesign:~ damadmin$ ps -lp 42250

 UID   PID  PPID        F CPU PRI NI       SZ    RSS WCHAN     S             ADDR TTY           TIME CMD
 501 42250 42248     4000   0  31  0  1273944 399876 -      U                   0 ??         7:23.96 /Applications/Ad

Indesign:~ damadmin$ renice -10 -p 42250 renice: 42250: setpriority: Permission denied Indesign:~ damadmin$ sudo renice -10 -p 42250 Indesign:~ damadmin$ ps -lp 42250

 UID   PID  PPID        F CPU PRI NI       SZ    RSS WCHAN     S             ADDR TTY           TIME CMD
 501 42250 42248     4000   0  41 -10  1273944 399876 -      U<                  0 ??         7:25.91 /Applications/Adobe InDesign C

Indesign:~ damadmin$

Disable IDS daemon

sudo launchctl unload /Library/LaunchDaemons/com.adobe.ids.launchd.18385.plist

http://bencane.com/2013/09/09/setting-process-cpu-priority-with-nice-and-renice/

http://www.andrewhazelden.com/blog/2011/03/using-renice-to-control-cpu-usage/